Missed the mark on several different levels. So, on sort of a whim, my family and I decided to pulled a National Lampoons Family Vacation and travel south for the holidays. Our first stop: Sacramento. Being a HHonors members, and having brand loyalty, I looked through the list and was surprised at the lack of nicer Hilton-associated properties. From the pictures though, this Hilton looked above the rest. Second would have been the Embassy Suites, but last time I was there we found bedbugs in the bed. The pictures on the website made the Hilton look like a luxurious, clean, attractive place to stay. I reserved a two-queen room, paying extra for the “Executive Level” and breakfast included. On arrival, we found the property was sandwiched between a bunch of corporate buildings to the south, an interstate to the east and a junk yard to the north. There are lots of signs letting guests know that the hotel isn’t responsible for theft from their vehicles. They also have one of those mobile surveillance trailers. The exterior of the building is really, just Sad. The lobby is nice and exactly as depicted. Very luxurious, spacious, employees are wearing suits and there is security on site. After the lobby, that’s where you can tell things are starting the slide. Through the app I was able to pick my room. I got in on the top floor and at the end of a hall. After you leave the elevator, you can see the neglect in the property as the wallpaper is torn off all over, there are heavy rubber marks on each door from the luggage racks, pictures are dirty, and to boot, the 12th floor had a good odor of smoked marijuana on it. On arrival to the room, we found it smell heavily of cigarette smoke. It was potent. The room though had been cleaned. What struck me the most was a houskeeeper had been in there and signed off on the room as being good to go. The smoke and marijuana smell on that floor was not anything I would have approved for guests to be around. We contacted the front desk and they promptly gave us a room on the same floor, but down the hall. Room was no frills, updated in the last few years and had a balcony, which had a door that wouldn’t open. The view (see photo) was less than impressive. lol. I know I’m going down the complainer-Karen route with this review, but the update in the room looked like it they had just updated it over the existing decor. Shower re-tiled over the old, dirty old light switches, etc. If there was any saving grace here, it’s the breakfast crew. Breakfast was “okay,” but the crew they have working there, namely Thomas, was phenomenal. Thomas, who goes by Tommy, was so friendly and warm. Quite honestly, if I ever came back to this hotel, I’d come back just to sit in his area. With a little more research, there appears to be a really good Hilton Garden Inn up I-80 in Roseville. Next time I’m in the area I’ll probably just go there. Honestly, I didn’t get my moneys worth here, and felt pretty cheated overall.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.